WiFi troubleshooting guidestatic.highspeedbackbone.net/pdf/WiFi_troubleshooting_guide.pdf · Stiletto 2 WiFi & Hotspot Troubleshooting Guide ... Either you’ve encountered a location

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STILETTO 2 Wi-Fi & Hotspot

Troubleshooting Guide

Stiletto 2 WiFi & Hotspot Troubleshooting Guide

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Overview.............................................................................................................. 3

SIRIUS INTERNET RADIO MODE.............................................................................. 3 1. Q: What is SIRIUS Internet Radio mode? ...................................................... 3 2. Q: What does the SL2 display when I go into Internet Radio mode?.................. 3

WIRELESS (WI-FI) NETWORKS ............................................................................... 3 3. Q: How do I find the password if I want to use my SL2 with a WEP network?..... 3 4. Q: How do I find the password if I want to use my SL2 with a WPA or WPA2

network?............................................................................................. 4 5. Q: I selected “Hidden Network”, entered the name, but instead of connecting

the SL2 went back to “Finding Networks” and displayed the same list.

Why didn’t it just connect to my network?............................................... 4 6. Q: What do all the different screens mean as the SL2 connects to SIR .............. 4

8. Q: I am trouble with…................................................................................. 4

HOTSPOTS ........................................................................................................... 4 9. Q: What is a Wi-Fi Hotspot?......................................................................... 4 10. Q: Is there a list of hotspots that should work with the SL2?............................ 4 11. Q: Why does SL2 ask for a username and password when I try and connect at

a particular public hotspot? ................................................................... 5 12. Q: Why does the SL2 keep asking for username and password, instead of

connecting, even though I’ve already supplied the information? ................. 5 13. Q: Will my prepaid Wi-Fi hotspot account for my laptop work with my SL2 ........ 5 14. Q: Why can’t I use my SL2 at a hotspot where I can my laptop can connect

just fine?............................................................................................. 5

HOTSPOT: AT&T.................................................................................................... 5 15. Q: I have an account with a company that allows me to connect at AT&T

locations. Will I be able to use it with my SL2?........................................ 5

HOTSPOT: T-MOBILE ............................................................................................. 6 16. Q: My laptop connects fine; why can’t I use my SL2 at the same T-Mobile

Hotspot? ............................................................................................. 6

HOTSPOT: WAYPORT ............................................................................................. 6 17. Q: I’m having trouble connecting at a Wayport location, any ideas?.................. 6

WI-FI CONNECTION STATUS ERRORS ...................................................................... 7 18. Q: I’m having problems connecting my SL2 to a wireless network. Is there

anything I can check that might help explain my problem?........................ 7

INTERNET RADIO ERROR MESSAGES ....................................................................... 9 19. Q: While listening to Internet Radio, it stopped and displayed an error. What

does it mean? ...................................................................................... 9

APPENDIX A – Connecting to an Open, Unsecured Network....................................... 10

APPENDIX B – Connecting to a WEP Secured Network.............................................. 11

APPENDIX C – Connecting to a WPA Secured Network.............................................. 12

APPENDIX D – Connecting to A Hotspot.................................................................. 13


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OVERVIEW

Stiletto 2 (SL2) offers users the ability to listen to SIRIUS Internet Radio (SIR) over a

wireless 802.11B/g network. After the SL2 successfully connects to a wireless access point

(AP), it will initiate a connection to the Internet, and ultimately, the SIRIUS Internet Radio

service.

This document addresses common questions and issues experienced by SL2 users of SIR:

SIRIUS INTERNET RADIO MODE

1. Q: What is SIRIUS Internet Radio mode?

A: SIRIUS Internet Radio mode, or SIR allows the user to listen to streaming SIRIUS

Internet Radio programming by connecting to a wireless (Wi-Fi) network. Users

subscribing to Premium SIR can enjoy CD-quality (128kbps) music.

2. Q: What does the SL2 display when I go into Internet Radio mode?

A: If no previously used Wi-Fi networks are in range, the SL2 will display a list of all

the accessible wireless networks it does detect. A typical display is illustrated

below:

The LOCK icon to the right of each network is

displayed for any network requiring a passkey.

<Hidden Network> is displayed for a network that is

NOT broadcasting its name (SSID).

The “NO” symbol (next to SMARTSIGHT) is displayed

for any network which is NOT compatible with the

SL2. If you attempt to connect to an incompatible

network, you will be put back on the Home screen.

If you’ve used Internet Radio before, and the SL2 detects that there is a previously used

Wi-Fi network within range, it will connect automatically and present the user with the list of

SIRIUS Internet Radio categories or genres.

WIRELESS (WI-FI) NETWORKS

3. Q: How do I find the password if I want to use my SL2 with a WEP network?

� You will need the WEP key, which is typically found in the WEP Key settings,

under the "Wireless" or "Wireless Security" sections of your router settings.

� Some routers allow you to enter a passphrase. This is then converted to a

WEP key number. When you are entering a WEP key into the SL2 we

recommend using the actual hexadecimal WEP key, as the passphrase is

unlikely to work.

� Most routers have multiple (typically four) WEP key slots. The FIRST key

from the first key slot must be used with the SL2.


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4. Q: How do I find the password if I want to use my SL2 with a WPA or WPA2

network?

� You will need the WPA/WPA2 passphrase, typically found in the "Wireless" or

"Wireless Security" settings for your router.

� The passphrase is CaSe SenSiTive. Make sure you enter it with the correct

character capitalization.

5. Q: I selected “Hidden Network”, entered the name, but instead of connecting

the SL2 went back to “Finding Networks” and displayed the same list. Why

didn’t it just connect to my network?

A: This means that the SL2 was not able to find a network matching the name (or

SSID) entered. Make sure you are entering the name correctly, with the correct

character capitalization. Note that network names (SSIDs) are CaSe SeNsiTiVe.

6. Q: The security settings of my wireless network have changed, and I can no

longer connect wirelessly even after entering the correct password. How

can I connect using the new settings?

A: To reconnect with the new settings, first remove the old network configurations

saved in your Stiletto. Navigate to Home, then Settings, then Wi-Fi, then

Network List and press Options in order to remove the network from your device.

You will then be asked to reselect your network, and provide the new credentials for

your wireless network. Keep in mind that the new security settings must also be

supported by the SL2.

7. Q: I am having trouble with…

a) .. connecting to a network which might require login credentials; after a couple

of failures it is now stuck in “Finding Networks”. What should I do?

b) .. getting connected to my Wi-Fi network, and now I find that I can access the

Internet channel list but when I select a channel nothing happens. How do I

resolve this?

c) .. after accidentally selecting a wireless network that requires a username and

password. I hit “Back” to get out of that screen, but now whenever I try and

start Internet Radio it keeps taking me back to the login screen for that network.

How do I get my SL2 to try a different network?

A: In all three of these cases, the problem is that the SL2 Wi-Fi connection setup is

incomplete. The best way to force the SL2 to start the Wi-Fi discovery process over

again, is to turn off Wi-Fi by briefly putting the SL2 into Satellite Radio. Then go

back to Internet Radio mode and start over.

HOTSPOTS

8. Q: What is a Wi-Fi Hotspot?

A: A hotspot is another name for a Wi-Fi access point or an area where there is an

open wireless network. Hotspots are often found in public locations and provide

wireless access to the Internet.

9. Q: Is there a list of hotspots that are known to work with the SL2?

A: Yes. Here are the public access Providers with which the SL2 has been tested:

� AT&T

� FON

� T-Mobile

� Wayport


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Please note that each hotspot location is configured locally and there are differences

in implementation. Some configurations may not actually work with the SL2.

For additional information on connecting to a specific provider, please refer see

below for known issues with specific providers.

10. Q: Why does SL2 ask for a username and password when I try and connect at a particular public hotspot?

A: Public hotspots often set up their networks so that the first time someone connects

a laptop and tries to browse the Internet, their browser gets redirected to a login

page. This configuration is referred to as a captive portal. The user must provide

some credentials or agree to acceptable terms of use before they are permitted to

access the network. When the SL2 presents the “Username” screen, it means that

the SL2 has determined that it needs to get these credentials from the user, and

pass them to the captive portal in order to connect. The user must provide valid

credentials, in a format that the captive portal requires, in order to allow the SL2 to

connect through that hotspot.

11. Q: Why does the SL2 keep asking for username and password, instead of connecting, even though I’ve already supplied the information?

A: If the SL2 is not able to negotiate a connection with a captive portal, it will continue

to ask for the Username and Password. Either you’ve encountered a location that is

not compatible with the SL2, or you need to enter your credentials in a slightly

different format in order to allow the SL2 to pass the portal. Refer to the site-

specific sections of this document for information that may be applicable to your

hotspot.

12. Q: Will my prepaid Wi-Fi hotspot account for my laptop work with my SL2

A: Unfortunately, it is unlikely to work. Prepaid accounts (vs. subscription accounts)

are typically not compatible with the SL2.

13. Q: Why can’t I use my SL2 at a hotspot where I can my laptop can connect just fine?

A: Some providers, like T-Mobile, limit you to one connection at a time. You may need

to disconnect your laptop from the network before connecting your SL2. Check with

your provider to find out their policy on multiple concurrent logins.

HOTSPOT: AT&T

14. Q: I have an account with a company that allows me to connect at AT&T locations. Will I be able to use it with my SL2?

A: It is likely to work if you can enter your credentials in the correct format. AT&T is

an example of a provider which provides access to account holders from other

companies, such as Prodigy and SBC Global. When connecting a laptop at such

locations, your browser will normally take you first to a login screen which may

appear similar to the image below. When connecting to this hotspot using a laptop,

you would enter your user identification, and then use the pull-down menu to select

the appropriate identifier for your account, such as “@prodigy.net”, or

“@sbcglobal.net”.


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When using the SL2 at AT&T locations, you may need to enter your identifying

information in the form of an email address. For example you may need to enter

your Username as [email protected]. If your account is with another

company, such as Prodigy, try using the format [email protected].

HOTSPOT: T-MOBILE

15. Q: My laptop connects fine; why can’t I use my SL2 at the same T-Mobile Hotspot?

A: T-Mobile limits you to one connection at a time. You will need to disconnect your

laptop from the network before connecting your SL2.

HOTSPOT: WAYPORT

16. Q: I’m having trouble connecting at a Wayport location, any ideas?

A: For Wayport locations, it will be necessary to enter your Wayport account ID

prepended with “wayport/” to identify yourself as a Wayport account holder.

For example, if your Wayport account ID were “SIRIUSMusicLover”, for your SL2

you will need to enter your Username as wayport/SIRIUSMusicLover.


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WI-FI CONNECTION STATUS ERRORS

17. Q: I’m having problems connecting my SL2 to a wireless network. Is there anything I can check that might help explain my problem?

A: When you start Internet Radio mode, the first thing that happens is that the SL2

must establish a connection with a wireless network. Once that phase is successful,

it then attempts to use the network to verify that it can access the Internet and the

SIRIUS Internet Radio services. If SL2 can’t complete the connection through the

Internet, it will fail with an “Unable to Connect” message. At that point, you can

check the Wi-Fi Connection Status page to see if it can help guide you towards

understanding the problem. You can access this through the Settings then Wi-Fi

screens on the SL-2.

The following table lists some of the status messages displayed in the Wi-Fi

Connection Status screen, what they may mean, and suggestions for what you

might try to resolve the problem.

Wi-Fi Connection

Status Message

What does it mean? Corrective Action

Cannot connect to AP Could not negotiate

handshake with the

access point.

- Verify if AP is using MAC

filtering or other mechanism to

restrict connections.

Internet check failed Failed to reach Internet-

based services for an

unknown reason

- Verify you can connect to the

access point and establish an

Internet connection with a

laptop computer.

- Verify there isn’t a firewall

preventing the SL2 from getting

to the Internet.

IP address failed SL2 was unable to get a

valid IP address using

DHCP. This may indicate

an access point

configuration problem.

If it’s a WEP AP, then it

may also be that the

wrong WEP key was

entered.

- If it’s a WEP AP, try entering

the passkey in hexadecimal.

- Make sure that the DHCP

server is working. If it’s a home

network, try rebooting the

router.

- Finally, try connecting to a

different access point.


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Wi-Fi Connection

Status Message


Not connected Not connected to an

access point

- Try to connect by being within

range of a Wi-Fi access point

and selecting Internet Radio, or

by selecting Settings, Wi-Fi, Wi-

Fi Status, then Options button:

Choose Network…

Network Lost Device has moved

beyond the range of the

access point or access

point power interrupted.

- Try moving back in range of

the access point; ensure you

have at least two signal strength

bars displayed for the selected

Wi-Fi network.

Network login failed Navigated captive portal

just fine, but

authorization failed

- Enter your network login

information again

Network check failed Couldn't navigate

through the captive

portal; captive portal Wi-

Fi network currently not

supported.

- Try connecting to a different

access point.

Password failed WPA Password entered

for access point is

incorrect.

- Re-enter the access point WPA

authentication pass phrase.


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INTERNET RADIO ERROR MESSAGES

18. Q: While listening to Internet Radio, it stopped and displayed an error. What does it mean?

A: The most common error messages you may encounter on the Now Playing screen

are described in the following table. Look up your message to see when that

message may appear, and what you may try to resolve your problem.

Now Playing

Status Message


Connection lost,

press >> to retry

The network connection was lost.

A check of the Wi-Fi Status

screen will also show “Network

Lost”.

1) Press >> to attempt to

reestablish a connection.

2) Ensure the AP has not

been turned off

3) Move closer to the AP

Couldn’t Connect The SL2 was not able to connect

to SIRIUS Music Service.

This may mean that there is a

problem accessing the Internet

from the wireless network, or

there is a SIRIUS Music Service

outage.

1) Verify that your access

point is still connected to

the Internet.

2) Reset your Wi-Fi

connection by briefly going

to Satellite Radio then back

to Internet Radio mode.

Playing Error The SL2 was not able to stream

audio.

The SL2 has a poor or

intermittent Internet network

connection.

1) Reconnect to access

point

2) Move closer

3) Reboot the network

equipment

Connecting… The SL2 was not able to stream

audio.

If accompanied by excessive

“Buffering” messages, the SL2 is

having problems maintaining a

usable connection to the audio

servers.

1) May resolve itself after a

minute or two, especially if

the SL2 is moved closer to

the WAP.


equipment

Connection Timed

Out

SL2 gave up waiting for a

problem to resolve itself.

1) Reconnect to access

point

2) Move closer


equipment


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APPENDIX A – CONNECTING TO AN OPEN, UNSECURED NETWORK

As an SL2 goes through the process of establishing a connection to a wireless network, it

will display a sequence of status screens for each phase of the process. What is actually

happening on the SL2 during each phase is slightly different.

Here is the sequence of screens that you might see if connecting to an open, non-secured

network, which in these examples happens to be named “NETGEAR”. The text describes

what is actually happening on the SL2, and what sort of problems may crop up (which

would result in the “Unable to Connect” screen being displayed).

What is Happening: Negotiating with the

wireless access point, and requesting an IP

Address

Possible Errors at this Phase: Failures here

are usually due to MAC filtering or other

low-level problems blocking even the start

of communications with the access point.

Check Wi-Fi status for valid IP address.

See Q18.

What is Happening: Checking that the

connection to the Internet is working and

that the SIRIUS Internet services are

available

Possible Errors at this Phase: Failure to

reach Internet, possibly due to firewalls or

problems with the ISP.

Success!

Connected to the access point and to the

Internet


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APPENDIX B – CONNECTING TO A WEP SECURED NETWORK

Here is the sequence of screens that you might see if connecting to a WEP-secured network,

which happens to be named “NETGEARWEP”:

What is Happening: For WEP networks, the

SL2 will detect that it needs the network key

to communicate with the access point. It

will immediately present this screen

requiring that you enter the key

Possible Errors at this Phase: No errors after

this screen

What is Happening: Requesting IP address,

using WEP key

Possible Errors at this Phase: Probably

invalid WEP password. Try using the WEP

hexadecimal key. If WEP key is correct,

check to verify DHCP server is up and

running. Try rebooting your router to reset

DHCP server.




available



problems with the ISP.

Success!


Internet


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APPENDIX C – CONNECTING TO A WPA SECURED NETWORK

Here is the sequence of screens that you might see if connecting to a WPA protected

network, which in this example is coincidentally named “WPA”:

What is Happening: For WPA and WPA2

networks, the SL2 will detect that it needs

the network passphrase to communicate

with the access point. It will immediately

present this screen requiring that you enter

the key

Possible Errors at this Phase: None

What is Happening: Negotiating connection,

Requesting IP address

Possible Errors at this Phase: Failures here

are usually due to MAC filtering or other low-

level problems blocking even the start of

communications with the access point.

Check Wi-Fi status for valid IP address. See

Q18.




available



problems with the ISP. See Q18.

Success!


Internet


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APPENDIX D – CONNECTING TO A HOTSPOT

What follows is the sequence of screens you might see connecting your SL2 at a T-Mobile

Hotspot location:

What is Happening: Negotiating with the

wireless access point, captive portal, and

requesting an IP Address.

Possible Errors at this Phase: The captive

portal is not compatible with the SL2. Try

again later to see if support has been added,

but in the meantime use a different hotspot.

What is Happening: SL2 detects that the

hotspot requires an account to access.

User must enter appropriate Username

Possible Errors at this Phase: None

What is Happening: User must enter

appropriate Password

Possible Errors at this Phase: none

What is Happening: SL2 now retries

connection process, requesting an IP

address

Possible Errors at this Phase: Errors will not

typically be seen at this point, if you’ve

already provided user credentials. See Q18


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What is Happening: SL2 attempts to access

Internet, sees that it must provide login

credentials

Possible Errors at this Phase: Errors will not

typically be seen at this point, if you’ve

already provided user credentials

What is Happening: SL2 submits login

credentials and checks to see if they are

accepted

Possible Errors at this Phase: If the user

credentials are invalid, you will be taken

back to the “Enter Username” screen to re-

enter your credentials.

Success!

Connected to the access point, logged into

account, and SL2 can reach the Internet

Documents

WiFi troubleshooting guidestatic.highspeedbackbone.net/pdf/WiFi_troubleshooting_guide.pdf · Stiletto 2 WiFi & Hotspot Troubleshooting Guide ... Either you’ve encountered a location